Business travellers believe travel for work will get easier over the next five years with optimists (44%) outnumbering naysayers (17%) by more than two to one. And they expect AI to play a key role in improving the business travel experience and trust AI to streamline expense management, according to new research from American Express Global Business Travel (Amex GBT).
The research reveals a generational divide, with Gen Z business travellers (aged 30 and under) leading the optimism charge. More than half (54%) of Gen Z believes travel for work will get easier – compared to 45% of Millennials and just 20% of Gen X. This is significant because many Gen Z travellers report friction in their current business travel experiences; for example, four in 10 (41%) say they find arranging work trips difficult.
Travellers of all ages expect AI-enabled tools to improve key parts of business travel experience in the next five years – from shopping through to accessing on-trip support. Gen Z travellers are especially confident compared to older peers that AI will mean better business travel experiences.
Evan Konwiser, Chief Product & Strategy Officer at Amex GBT, said: “Gen Z’s confidence in AI-powered solutions reflects a broader truth that the next generation of travellers don’t want to choose between convenience and control. We’re architecting an intelligent travel ecosystem that anticipates needs, streamlines processes and lets the traveler choose when and where they want human support.”
The research identifies expense management – an integral part of the business travel experience – as a pain point that particularly impacts younger travellers: Half of Gen Z business travellers (46%) claim waiting for business expenses puts significant strain on their personal finances compared to 37% of Millennials and only 22% of Gen X.
Filing expenses is another pain point for Gen Z business travellers: four in 10 (41%) who submit expenses say they find the process difficult. These hassles impact behaviour: 43% of Gen Z business travellers say they usually avoid volunteering for travel or paying for work expenses so they can sidestep expense management systems. Three in 10 (31%) Gen Z travellers say they frequently avoid submitting larger claims (worth more than up to $200) because it’s too much effort, versus 21% of Millennials and 7% of Gen X.
Across all generations, the research reveals a strong desire for AI-powered solutions with 68% of business travellers trusting AI tools to simplify expense reporting – rising to 74% among Gen Z. Similarly, 69% of travellers trust AI to accurately predict and pre-authorize expenses pre-trip, rising to 77% of Gen Z respondents. AI-powered expense solutions are now a business necessity for organizations seeking to attract and retain talent while streamlining travel operations.
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